Commercial IT Product Owner

Keenfinity•Fairport, NY

About The Position

The Commercial IT Product Owner defines, prioritizes, and delivers the roadmap for the commercial IT landscape, including CRM, customer portals, e-commerce, CPQ, marketing automation, customer data, analytics, and integrations with ERP, finance, service, and data platforms. Acting as a bridge between business stakeholders and IT delivery teams, the role translates business objectives into product roadmaps, capability increments, user stories, solution requirements, and measurable business outcomes. The role owns commercial application capabilities across CRM (including HubSpot CRM), customer and partner portals, B2B e-commerce, CPQ and commercial configuration, marketing automation, and commercial data and analytics. It is responsible for aligning these platforms with business needs, improving commercial processes and customer experience, and ensuring that solutions are scalable, maintainable, secure, compliant, and supported. The position works with Sales, Marketing, Customer Service, Finance, Operations, Digital Commerce, Enterprise Architecture, Integration teams, IT delivery teams, vendors, and external implementation and support partners. It supports a multi-platform commercial technology landscape and contributes to transformation, governance, application rationalization, and cost optimization initiatives.

Requirements

5–7 years of experience in Product Ownership, Business Applications, Business Analysis, CRM, Digital Commerce, or Commercial IT roles.
Experience owning or delivering commercial applications such as CRM, customer portals, e-commerce, CPQ, marketing automation, or sales analytics.
Demonstrated ability to translate business requirements into roadmaps, backlogs, user stories, and delivery plans.
Experience working in agile delivery environments using Scrum, Kanban, or hybrid delivery models.
Experience coordinating external vendors, implementation partners, or managed service providers.
Experience working with cross-functional teams in international, multi-site, or matrix organizations.
Strong understanding of commercial business processes across sales, marketing, customer service, and finance interfaces.
Knowledge of CRM account, contact, opportunity, pipeline, activity, lead, and campaign processes.
Knowledge of customer portal and e-commerce journeys, self-service, digital ordering, product catalogues, user access, and portal adoption.
Knowledge of CPQ and quote management, including configuration, pricing, quotation workflows, approvals, and handover to order processing.
Knowledge of commercial KPIs, dashboards, data quality, reporting requirements, and adoption metrics.
Knowledge of GDPR, role-based access, data protection, auditability, and secure-by-design delivery.
Familiarity with delivery tools such as Jira, Azure DevOps, Confluence, Power BI, or similar tools.

Nice To Haves

Hands-on experience with HubSpot CRM or comparable platforms such as SAP CRM, Salesforce, or Microsoft Dynamics 365.
Experience with B2B customer portals, e-commerce platforms, CPQ tooling, and commercial self-service capabilities.
Experience with ERP and finance integrations, preferably in manufacturing, industrial, security, technology, or equipment/service environments.
Experience supporting subscription, recurring revenue, service contract, or installed-base business models.
Experience contributing to application rationalization, CRM migration, platform consolidation, or digital transformation programs.
Experience with Power BI or commercial reporting and analytics capabilities.

Responsibilities

Define and maintain the strategy and roadmap for the commercial application portfolio.
Translate commercial business objectives into platform capabilities, releases, and measurable outcomes.
Prioritize roadmap initiatives based on business value, customer impact, risk reduction, technical debt, and resource capacity; communicate status, dependencies, risks, and trade-offs.
Own and manage the product backlog across CRM, customer portal, e-commerce, CPQ, and related commercial platforms.
Translate business requirements into epics, features, user stories, acceptance criteria, and functional specifications, ensuring backlog items are clear, testable, and prioritized.
Support sprint planning, backlog refinement, reviews, and release planning.
Balance short-term business requests with sustainable architecture and long-term maintainability.
Improve Lead-to-Opportunity, Opportunity-to-Quote, Quote-to-Order, Order-to-Cash, and Subscription-to-Cash processes.
Identify process bottlenecks, manual workarounds, data quality issues, and AI automation opportunities; improve adoption, sales productivity, customer experience, and operational scalability.
Work with commercial stakeholders to standardize processes where appropriate while supporting justified business-unit differences; document process changes and incorporate them into training, support, and governance.
Partner with Sales, Marketing, Customer Service, Finance, Operations, and Digital Commerce stakeholders; facilitate workshops, discovery, requirements gathering, and solution validation.
Evaluate business requests and translate them into scalable, reusable, value-driven solutions; coordinate expectations across business units, countries, and functional teams.
Coordinate external implementation partners, development teams, and L2/L3 support providers; monitor delivery against scope, quality, timelines, and cost expectations.
Review solution proposals for alignment with architecture, security, integration, and support standards; address escalations, risks, and dependencies; contribute to vendor selection, contract scope, and performance reviews when required.
Partner with Enterprise Architecture and Integration teams to support an API-first, scalable commercial technology landscape and integrations with ERP, finance, service, and data platforms.
Support customer master data governance, ownership, quality improvement, and lifecycle management.
Ensure solutions meet enterprise standards for security, access control, privacy, and operational supportability; reduce unnecessary customization and promote reusable, maintainable, documented capabilities.
Ensure commercial applications comply with GDPR, cybersecurity, audit, and internal IT governance requirements; support access reviews, data protection, and role-based authorization.
Maintain documentation for key processes, integrations, data flows, and decision records; identify and address business continuity, vendor dependency, data quality, and platform scalability risks.
Contribute to application rationalization, lifecycle management, and cost optimization initiatives.